Can we use a single logon used by multiple people & still get who raises a Request

Question

Hi

We are setting up Service Desk to provide support to a business partner who has their own support team (approx 13 staff) supporting our overseas clients.  They generally use a single email address eg support@mycompany.com from which any of their 13 team members can raise a Request for other 3rd party vendors.

We want to ensure we capture who specifically raised the issue and I have set up the Support email address and was planning on setting up individual user accounts for each of the team members.  This team is dynamic and can include contractors so a Select List field type would not be practical.

I'm new to Jira and can only think of a text field making it mandatory to get the person raising the Request to enter their name.

Done anyone have any suggestions on the best way to do this?

Bastian Stehmann · Answer

Hi Linda,

you are welcome. I am glad if I could give some help.

Linda Brown_3dlzvf · Answer

Hi Bastian

Thanks for your response, I'll have a look into configuring our portal for self signup to get a idea on how this would work on a process level for our customer.  Otherwise we'll go with the mandatory text field.

Cheers for your help

Linda

Bastian Stehmann · Answer

Hi Linda,

sorry for the delay.

Thanks for the clarification.

Your intention to set up an account for each of the staff is what I would strongly recommend, even if the team is changing. If it is possible to configure your portal to allow self signup, this would be a quick thing to do and does not really  mean effort to that team.

If they really does not want to have it that way, I do not see any other way than having a custom field, where they must select / enter their name. But if the team is changing so often, you will have a lot of administration effort to keep the select field up to date, so a Text field might be the better solution for you but means more effort to them.